My order from Trendyol / MediaMarkt worth $400 was stolen.
Here is a tutorial on how to chargeback Trendyol / MediaMarkt / Payoneer / MasterCard.
It is based on MasterCard Chargeback Guide (2022-04-26).
Step 2 (2022-11-23)
2.1 A response from Payoneer:
My name is Sebastian from Payoneer customer care, I will be assisting you today with your concern.
In order to file a Dispute for Service not rendered, it will be required to wait 30 days.
Please contact us back on 14/12/22 in order to resolve this service in the meantime.
2.2 My response
You are wrong.
Please learn the "MasterCard Chargeback Guide (2022-04-26)": https://www.mastercard.us/content/dam/public/mastercardcom/na/global-site/documents/chargeback-guide.pdf
Page 57 of the guide defines the timeframe for the «Goods or Services Not Provided» chargeback:
«In cases involving delayed delivery of goods or services and the delivery or performance date was specified by the merchant and the latest anticipated delivery or performance date was specified by the merchant has passed: Within 120-calendar days of the latest anticipated delivery or performance date specified by the merchant. However, the issuer may charge back the transaction immediately (and not wait until the latest anticipated delivery or performance date has passed) upon learning the merchant will not provide the goods or services <...>»I claim that my chargeback request is within the specified time frame:
- The date specified by the merchant is 2022-11-16. It has been passed.
- My request date is 2022-11-22. It is within the 120 days from the date specified by the merchant.
- You can learn from the attached screenshot that the merchant will not provide the product to me because the merchant states that the product is already provided («The following 1 product was delivered on Wednesday, November 16»).
If you do not accept my chargeback request within the next business day (until November 25, 2022), I will report your violation of the "MasterCard Chargeback Guide" directly to MasterCard, and to the 2 public Payoneer forums (https://community.payoneer.com and https://www.reddit.com/r/payoneer).
Step 3 (2022-11-24)
My complaint at Sikayetvar has been published (I submitted it 3 days ago): sikayetvar.com/trendyol/trendyol-media-markttan-aldigim-400-dolarlik-siparisim-calindi
Step 4
The response from Payoneer:
Response 11/24/2022 02:21 AM
Thank you for contacting Payoneer Customer Care. My name is Elsa, we're sorry that you are
having issues with your transaction, and I will do my best to help you with the card transaction.
We understand that you would like to dispute the transaction 646737469on your card ending
in 1797 for a service not rendered. I am happy to provide you with assistance in this matter.
While you may dispute transactions when the service was not rendered, such disputes can
only be filed 30 days after the date of the transaction. We highly recommend you try to resolve
this issue directly with the merchant.
In case the matter is not resolved with the merchant after 30 days from the date of the
transaction, please contact us back to file a dispute on your behalf. Thank you for your
understanding; we appreciate your patience.
Feel free to reply should you have additional questions.
We thank you for choosing Payoneer. We are always looking for ways to improve our services,
and we, therefore, ask for feedback on how we did today. You can do so by filling out the short
survey that will follow. Thank you for doing business with Payoneer. Have a great day!
Thank you,
Elsa
Customer Care
Reference Number: 221119-008909
Your Customer ID: 15237454
So now I am preparing that I promised:
If you do not accept my chargeback request within the next business day (until November 25, 2022) , I will report your violation of the "MasterCard Chargeback Guide" directly to MasterCard, and to the 2 public Payoneer forums (https://community.payoneer.com and https://www.reddit.com/r/payoneer).
Step 6 (2022-12-16)
A response from Payoneer:
In order to assist you with disputing the transactions, please reply to this email with the following information:
Reason to dispute
Date of order
Date of expected delivery
What is the product
Date of last contact with merchant after the transaction:
Last merchant response
Additional details
Once all the above information has been provided and reviewed by our Chargebacks Department, we will send a confirmation email that the dispute has been filed. If you don't receive a confirmation email from us within 1 week of submitting the information, please contact us to make sure your response arrived.
Step 7 (2022-12-16)
My response:
I have answered all these questions in my supporting document to MasterCard: df.tips/t/1122
- Reason to dispute: "Goods or Services Not Provided" / "Merchandise/Services not received".
- Date of order: 2022-11-12
- Date of expected delivery: 2022-11-16
- What is the product:
I have purchased a Samsung Galaxy Tab S7 FE tablet.
The product page on the merchant's website is https://www.trendyol.com/samsung/galaxy-tab-s7-fe-wifi-gumus-tablet-samsung-turkiye-garantili-p-152718658?boutiqueId=615776&merchantId=27533- Date of last contact with merchant after the transaction: 2022-12-05
- Last merchant response: «Your order with the delivery number 2166334479 has been given to Kolay Gelsin Cargo with the post code 24355644. Your product appears to have been delivered. If you have not received your product, please contact us via Trendyol Assistant.»
- Additional details: df.tips/t/1122
Step 8 (2022-12-22)
The Payoneer's response:
We have transferred the information to our Chargebacks Department to further review your dispute request for the following transactions:
- Nov-12-2022 - 398.89 USD - PARAM/ *TRENDYOL
You will be notified by email of the status and the timeframe for your dispute once it has been filed by our Chargebacks Department.
Step 9 (2022-12-26)
A response from the Account security department of Payoneer:
Response 12/26/2022 09:17 AM
Thank you for contacting Payoneer, my name is Rishon from the Account security department.Kindly be advised that your request to dispute transaction 646737469 on your card 1797 is under review and investigation.
To continue assisting with this charge, we kindly ask you to contact the merchant PARAM/ *TRENDYOL to discuss this charge and request its cancellation.
Please do not share google doc's link as we will need the communication with the merchant in form of a screenshot. We need to see your contact with the merchant discussing the charge and asking for the refund. If the merchant claims that they are unable to refund the transaction from their side, please respond to this email with screenshots of your communication with them. If the merchant is unresponsive, please send us a screenshot showing your attempt of communication with them.
Once the information is provided, we'll be able to further assist with disputing such transaction.
Step 10 (2022-12-26)
My response:
Please see all screenshots here:
- A conversation with MediaMarkt (the seller on the Trendyol marketplace) about the missing delivery: A conversation with MediaMarkt about the missing delivery 2166334479
So MediaMarkt insists that the order is delivered and denied to solve the problem.- My public question to MediaMarkt (rejected by Trendyol) regarding the missing delivery: My public question to MediaMarkt (rejected by Trendyol) regarding the missing delivery 2166334479
- My public review of MediaMarkt (rejected by Trendyol) regarding the missing deliver: My public review of MediaMarkt (rejected by Trendyol) regarding the missing delivery 2166334479
- My public complaint on sikayetvar.com about the missing delivery 2166334479: My public unanswered complaint on sikayetvar.com about the missing delivery 2166334479
The complaint is ignored by Trendyol.- My first (2022-11-25) conversation with the Trendyol Customer Experience Team about the missing delivery 2166334479: My first (2022-11-25) conversation with the Trendyol Customer Experience Team about the missing delivery 2166334479
No response.- My second (2022-12-05) conversation with the Trendyol Customer Experience Team about the missing delivery 2166334479: My second (2022-12-05) conversation with the Trendyol Customer Experience Team about the missing delivery 2166334479
Trendyol insists that the order is delivered. I responded that I have not received the order. Then, no response.
Step 12 (2022-12-27)
My response:
OK, I have composed the chargeback information from my website to PDF documents:
- A conversation with MediaMarkt (the seller on the Trendyol marketplace) about the missing delivery: see the attached document «1 - A conversation with MediaMarkt about the missing delivery 2166334479.pdf».
So MediaMarkt insists that the order is delivered and denied to solve the problem.- My public question to MediaMarkt (rejected by Trendyol) regarding the missing delivery: see the attached document «2 - My public question to MediaMarkt (rejected by Trendyol) regarding the missing delivery 2166334479.pdf».
- My public review of MediaMarkt (rejected by Trendyol) regarding the missing deliver: see the attached document «3 - My public review of MediaMarkt (rejected by Trendyol) regarding the missing delivery 2166334479.pdf».
- My public complaint on sikayetvar.com about the missing delivery 2166334479: see the attached document «4 - My public unanswered complaint on sikayetvar.com about the missing delivery 2166334479.pdf».
The complaint is ignored by Trendyol.- My first (2022-11-25) conversation with the Trendyol Customer Experience Team about the missing delivery 2166334479: see the attached document «5 - My first (2022-11-25) conversation with the Trendyol Customer Experience Team about the missing delivery 2166334479.pdf».
No response.- My second (2022-12-05) conversation with the Trendyol Customer Experience Team about the missing delivery 2166334479: see the attached document «6 - My second (2022-12-05) conversation with the Trendyol Customer Experience Team about the missing delivery 2166334479.pdf».
Trendyol insists that the order is delivered. I responded that I have not received the order. Then, no response.
1 - A conversation with MediaMarkt about the missing delivery 2166334479.pdf (654.1 KB)
2 - My public question to MediaMarkt (rejected by Trendyol) regarding the missing delivery 2166334479.pdf (362.1 KB)
3 - My public review of MediaMarkt (rejected by Trendyol) regarding the missing delivery 2166334479.pdf (898.2 KB)
4 - My public unanswered complaint on sikayetvar.com about the missing delivery 2166334479.pdf (505.5 KB)
5 - My first (2022-11-25) conversation with the Trendyol Customer Experience Team about the missing delivery 2166334479.pdf (566.4 KB)
6 - My second (2022-12-05) conversation with the Trendyol Customer Experience Team about the missing delivery 2166334479.pdf (581.5 KB)
Step 13 (2023-01-05)
A response from Payoneer:
We request you to contact the merchant Param to discuss this charge and request its cancellation.
Please use the following link:
param.com.tr/en/contact-us
We need to see your contact with the merchant Param discussing the specific charge (we need to see that the amount was mentioned) and ask for a refund.
If the merchant claims that they are unable to refund the transaction from their side, please respond to this email with screenshots of your communication with them.
If the merchant is unresponsive, please send us a screenshot showing your attempt of communication with them.
Step 14 (2023-01-06)
My refund request to Param.com.tr:
My name is DMITRII FEDIUK.
I write to you by request of the Account security department of my bank card's issuing bank: Payoneer Europe Limited (Ireland).
We are in the process of charging back the following transaction:
Merchant: PARAM/ *TRENDYOL
Authorization code: 646737469
Total amount: 398.89 USD
Transaction amount: 7,056.00 TRY
Payment method: XXXXXX-1797
Pre-auth: 12 Nov 2022
Charge: 14 Nov 2022
Category: Miscellaneous and Specialty Retail Stores
The chargeback reason is "Cardholder Dispute Chargeback" / "Goods or Services Not Provided", documented on the page 56 of MasterCard Chargeback Guide (2022-04-26): https://www.mastercard.us/content/dam/public/mastercardcom/na/global-site/documents/chargeback-guide.pdf
The full chargeback request is here: df.tips/t/topic/1122
Also, the full chargeback process is documented here: df.tips/t/1119 (this topic contains extra useful information requested by Payoneer, e.g., my conversations with Trendyol and MediaMarkt).
Currently, the issuing bank requests from me:
«We need to see your contact with the merchant Param discussing the specific charge (we need to see that the amount was mentioned) and ask for a refund. If the merchant claims that they are unable to refund the transaction from their side, please respond to this email with screenshots of your communication with them. If the merchant is unresponsive, please send us a screenshot showing your attempt of communication with them.»
So, it is my formal request covering my issuing bank requirements.
Please refund the transaction mentioned above. The amount is 7,056.00 TRY.
I will wait for 72 hours.
Step 15 (2023-01-06)
An auto-reply response from Param.com.tr:
In Turkish:
Biletiniz 276516 bilet numarası ve "A refund request from DMITRII FEDIUK(Authorization code: 646737469)" konusu ile oluşturulmuştur.
Biletiniz tarafımızca incelenecek ve en kısa zamanda tarafınıza dönüş sağlanacaktır.
In English (translated by Google Translate):
Your ticket has ticket number 276516 and "A refund request from DMITRII FEDIUK"
(Authorization code: 646737469)" was created with the topic.
Your ticket will be reviewed by us and we will get back to you as soon as possible.
Step 16 (2023-01-09)
A human response from Param.com.tr is below.
They have not refunded my money, so they rejected my request.
Now, I will forward this rejection to my issuing bank.
In Turkish:
[##276516##] Numaralı Biletiniz Kapatılmıştır
276516 bilet numaralı işleminiz başarılı bir şekilde tamamlanmıştır.
In English (translated by Google Translate):
Your ticket numbered [##276516##] has been closed.
Your transaction with ticket number 276516 has been successfully completed.
Step 17 (2023-01-09)
I have forwared the refund rejection to Payoneer:
OK, I have requested Param.com.tr to refund my payment transaction.
They ignored my request: just closed the support ticket.
Please see the attachment.
Step 18 (2023-01-09)
A response from Payoneer:
We hereby inform you that your dispute has been filed with our Chargeback Department, and will be decided upon within 90 days. If the dispute is won, your account will be credited at that time.
Transactions: 646737469.
Please note, you will see a pending transaction on your transactions list during the dispute process. If the dispute is won, the pending transaction will be release and funds will be loaded back to your card.
Be mindful that the final credit amount may differ slightly from the disputed amount, because of currency conversion changes.
We will inform you of updates in the dispute status via email.
Step 19 (2023-01-11)
I have noticed the pending transaction in my Payoneer interface mentioned in the last Payoneer response:
you will see a pending transaction on your transactions list during the dispute process. If the dispute is won, the pending transaction will be release and funds will be loaded back to your card.
